Vice President of Customer Success | Gaming industry

As the Vice President of Customer Success you will be responsible for leading customer success operations, ensuring customer satisfaction, and driving loyalty.

Key Responsibilities

• Managing the customer success department,
• Leading the customer success approach by establishing OKRs , KPIs, customer metrics to track, and every other measurable score that effectively gauges the performance of the entire department.
• Enabling desired customer success outcomes by aiding renewal managers and retention managers, helping to expand revenue, and contributing to the efforts to increase product adoption and other relevant CS metrics and health scores.
• Working with CS Ops to pin down customer lifecycles, correctly set the reach-out process, channels, and touchpoints, and helping the CS team work productively with these processes.
• Ensure users are satisfied with the level of service and trust the brand and achieve a 4.9 Score for app store ratings
• Reviewing and adjusting all CS processes: onboarding, training, service and support, management, advocacy, upsell/cross-sell, renewals, and offboarding.
• Measuring, reporting, and analyzing others’ reports on the effectiveness of the CS initiatives.
• Recruiting, attracting, and onboarding new CS team members, helping them integrate with the team, and encouraging collaboration and learning within the group.
• Cross-functional team management, compensation management, and contributing to decisions regarding team structures.
• Approving and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.
• Managing customer relationships across the entire CS team, helping others on the team maintain and improve the relationships under their purview.
• Implementing a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspective
  
  

Skills and Competencies

• Minimum 10 years of experience working as a Customer Success Manager, leading a customer success department with proven performance and specific revenue goal achievement (typically set by the company interviewing for such a position).
• An MBA or Bachelor's degree in Business, Marketing, Data Science, or a related field;. Master's degree preferred.
• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders
• Expert empathy skills with high emotional intelligence, and experience in applying those skills in a business context.
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models. In isolated cases, however, CS departments also exist for non-software products and services.
• Proficiency in customer success platforms, business intelligence tools (e.g., Tableau, Power BI), and data analysis.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge and, ideally, experience growing a business.
• Strong analytical and goal-oriented mindset backed by expert-level people and project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
• Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.
• Gaming industry experience preferred
  
  

Skills: service and support,onboarding,cs ops,okrs,reporting and analyzing,compensation management,renewals,compensation,cs processes,customer relationships,retention managers,revenue expansion,renewal managers,business intelligence tools,it&c knowledge,c-level customer conversations,market research,customer support,product adoption,customer service,customer lifecycles,customer,customer success operations,offboarding,customer experience,data analysis,gaming,business growth strategies,management,communication,cs,intelligence,software,kpis,training,data,upsell/cross-sell,cs team management,customer success management,business development,gaming industry experience,advocacy,collaboration